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Closed threads about ongoing issues
Topic Started: Feb 8 2014, 08:48 PM (712 Views)
JadedOne-ZNS
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I had a thread in the support section that was started in Sept of 2012 about the search function not working on our board. I would bump it once a month or two to see if there had been any updates. The thread wasn't hurting anyone, there were never any fights in it and had been open for over a year and a half. It was closed recently and a closing message was left that made me feel like I was doing something wrong by checking once a month or every two months to see if there were any updates. I don't think there was anything wrong with what I was doing since the search function still isn't working properly on some servers. The search here only goes back to Nov. so maybe it's not just a few servers this is happening on. :oy:

It's not like I was going into the thread I started every day, every other day or every week asking about any updates. I'll admit that in Jan I replied to people who were also asking about the search function on the servers their boards are on and then bumped it at the end of the month. It's extremely frustrating to have a search function that's only really been updated in the past year and a half when indexing has happened. I know Google can be used to search for a lot of things but the built in search function was nice because it was easier to filter searches that way and we didn't have to leave the board.

Now I'm hesitant about ever asking about the search function again. My feedback is if the way I took the message that was left after closing my thread was correct then that's a good way of running people off who are seeking answers and help from a support forum.

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Nicolas
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"PLES RING IF AN RNSER IS REQIRD."

I closed your topic because, as I said in it, there are no new updates at this time. And bumping the topic frequently doesn't make there be updates. We want search to work just as much as you but (you know this) Brandon is the one who fixes search. He fixed it a little bit in November, but the nightly indexing still needs ongoing work. This server is one of the servers affected - but we know for a fact that it is not all the servers.

While you might feel like your topic wasn't hurting anybody - it was. It was commonly a topic taking attention away from other users who need support that they can receive presently. Staff responded to your topic eight times. While that might not seem huge, nothing of value was ever added by our responses. Publicly acknowledging that search doesn't work has happened - the next step is entirely in Brandon's hands and while he does his job we should be focusing on ours: managing support, not spouting the same line over and over and over again. Rest assured that the staff are actively bringing this issue up - but in forums and ways that do not take focus away from other support topics that actually need attention. It even got to the point where you were summoning specific staff and/or spamming the topic (and your edit history for that post reveals it for what it is).

This is the same philosophy we have to server downtime topics: it's an issue we know about, have acknowledged, and are working on. Having to manage and moderate an ongoing complaint topic isn't useful to us or users looking for help in other areas. I'm sorry if you disagree on that, but my focus remains on changes I can effect and help that I can provide. Your topic was helping nobody (except, perhaps, as a place to vent) - and neither was my having responded to it four times before I closed it. My responding to tickets helps people. My checking in with Brian and Brandon on progress and urging them to focus on key areas needing attention (and search is always the top of my list) helps people (like the November temporary fix).

We encourage users who are seeking answers and help. You received an answer that had not changed and, when the situation changes, will receive an announcement. So your topic served no further purpose - and we so support users who need help and answers that we close topics which distract from that cause.

I, like you, desire search to be fixed urgently. This desire is also shared by the entire staff team in addition to Brandon and Brian. If it was a magical overnight fix it would have happened. There are obviously intricacies involved that only Brandon can appreciate, and his attention is often focused on several projects at once. For over a year, search (as well as seeking for ZetaBoards updates to be pushed into release instead of bundled massively and making it seem like nothing is happening) has been my main focus on behalf of users and what I repeatedly encourage Brandon to focus his time and energy on. In November, we saw progress. A ZetaBoards Update was released and search received a patch which we'd hoped to be the fix - unfortunately the nightly indexer still needs attention, and it remains a focus of mine. I would rather that be my focus than pasting the same lines to the same topic month after month.
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JadedOne-ZNS
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I apologize for offending you with my previous post but I wanted to express how I was feeling about the situation and how the wording of the post closing that thread made me feel. As you just did you in your reply to me. So that's settled. I also apologize for posting an emoticon that was named after a staff member as a way to bump the thread. I never posted an outright name though I did edit the post in using a different emoticon than I had posted originally not that it seems to make much of a difference in this case apparently. Now I know that using a staff related emoticon is considered summoning. It's just frustrating that after a year and a half a permanent fix hasn't been found yet while the indexing that's occurred every so often to update results has been appreciated.

I've said my piece and am now done.
Edited by JadedOne-ZNS, Feb 9 2014, 01:54 AM.
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SandyC (PM)
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Nicolas
 
And bumping the topic frequently doesn't make there be updates.


My opinion only, but once every month or two is hardly frequently, more like pretty patient...
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